Lead the Systems Operations team at Wealthsimple, driving the day-to-day management of our integrated CX ecosystem supporting over 2,000 agents. This hybrid role demands expertise in Zendesk and technical operations.

As Manager of Systems Operations, you oversee a specialized team dedicated to maintaining the robustness of our CX systems. Your responsibilities include sprint planning, technical escalations, and AI operations management. You will collaborate closely with architecture teams to ensure efficient execution and deployment of new workflows.

Key Responsibilities:
• Manage a team of Leads and Systems Admins in agile sprints
• Act as the escalation point for Keep The Lights On operations
• Oversee AI agent health, prompt tuning, and testing
• Triaging complex Jira requests from CX leadership
• Build, test, and deploy new telephony and AI workflows

Requirements:
• 5+ years in CX Systems Operations
• ...